Patient Navigator (Full Time)

Navian Hawaii•Honolulu, HI

2d•Onsite

About The Position

The Patient Navigator serves as the primary point of contact for hospital referrals, guiding patients and families through the hospice decision-making process and transition to care. This role provides education regarding hospice services, conducts non-clinical assessments, directing admission and discharge planning activities, and facilitates communication among patients, families, referral sources, and internal teams. The Patient Navigator plays a critical role in advancing referrals to admission while serving as a trusted resource and Navian’s authorized point of contact for patients, families, and hospital partners. Success in this role requires the ability to independently evaluate and resolve complex and sensitive situations, build trust with patients and families, and exercise sound business judgment in managing multiple priorities in a fast-paced environment.

Requirements

Exceptional interpersonal and relationship-building skills with the ability to quickly establish trust and credibility with patients, families, referral sources, and healthcare professionals
Demonstrated ability to facilitate difficult conversations, support informed decision-making, and effectively navigate emotionally sensitive situations
Strong verbal and written communication skills, including the ability to communicate complex or sensitive information with professionalism, empathy, and clarity
Strong organizational, time management, and prioritization skills with the ability to independently manage multiple referrals, competing priorities, and time-sensitive transitions simultaneously with minimal oversight
Knowledge of hospice philosophy, hospice eligibility guidelines, end-of-life care principles, and healthcare transitions
Strong critical thinking, problem-solving, and sound judgment with the ability to assess situations, identify barriers, and develop appropriate solutions
Ability to work independently, exercise discretion, and adapt effectively in a fast-paced, changing healthcare environment
Proficiency with electronic medical records (EMR), Microsoft Office applications, and other technology systems used to support referral and admission workflows
Knowledge of healthcare regulations, privacy requirements, and documentation standards applicable to hospice services.
High school diploma or equivalent required
3 years of experience in direct customer service required
A legally compliant background check
Drug screen & physical exam
Valid Hawaiʻi Driver’s License
Reliable transportation with valid registration and insurance
TB clearance
CPR BLS Certification

Nice To Haves

Additional education in healthcare, nursing, social work, human services, healthcare administration, or a related field preferred
Experience working collaboratively with hospitals, physicians, skilled nursing facilities, case managers, social workers, and interdisciplinary healthcare teams preferred

Responsibilities

Serve as the primary point of contact for hospital referrals, providing education regarding Navian's hospice philosophy, services, benefits, levels of care, and what to expect throughout the transition to hospice care
Meet with patients and families to facilitate goals-of-care conversations, address concerns, and support informed decision-making regarding end-of-life care
Manage referrals from initial engagement through hospice election and admission readiness, exercising discretion in determining outreach strategy, sequencing of activities (e.g. Communication, documentation, transition planning) and prioritization across referrals to support timely admissions
Conduct non-clinical assessments to evaluate patient, caregiver, psychosocial, environmental, and discharge planning needs that may impact the transition to hospice care
Review referral information and clinical documentation to gather information necessary for hospice eligibility review and physician certification processes
Assess and evaluate discharge readiness, determine appropriate next steps to resolve identified barriers to admission, and escalate complex clinical, operational, or psychosocial concerns to appropriate team members as needed
Maintain a regular presence in assigned hospitals and facilities through referral follow-up, patient and family visits, participation in discharge planning activities, and collaboration with hospital staff and referral partners
Direct and coordinate admission logistics and discharge planning activities, including transportation, durable medical equipment (DME), medications, supplies, facility placement, and other needs (e.g. Selecting among available vendors, resources, and solutions and adjusting plans in real time) to ensure a timely and seamless transition to hospice care
Collaborate with physicians, hospital staff, social workers, case managers, referral sources, intake staff, admissions staff, and hospice clinical teams to facilitate coordinated care
Obtain and maintain required admission documentation, consents, releases of information, referral records, and patient interaction notes, ensuring accuracy and completeness.
Serve as the point of contact for referral status determinations, assess and communicate admission readiness to referral sources and internal team members, and adjusts transition plans as circumstances change
Ensure all activities are performed in accordance with organizational policies, hospice admission standards, privacy requirements, and applicable regulatory guidelines